Customer Care & Returns Specialist

Cengage; Scotland; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Cengage Group is seeking a Customer Service Representative to support returns processing, order processing and customer enquiries. You will work with the team to deliver prompt, courteous service across various channels, using SAP/ERP knowledge and MS Office applications.

The role emphasizes accuracy, timely responses, and collaboration within the Customer Operations Team to meet service levels and contribute to overall customer satisfaction.

Qualifications

• GCSE English and Maths at grade C or higher.
• 12 to 18 months in a customer support role.
• Basic Microsoft Office skills for spreadsheets and documents.

Responsibilities

• Assist in processing returns and order entries.
• Handle customer enquiries via multiple channels.
• Maintain accurate records in internal systems.

Skills

Communication

Maths skills

IT skills

Organisation

Time management

Problem solving

Flexibility

Attention to detail

Accountability

Resourcefulness

Critical thinking

Team player

Customer empathy

Education

GCSEs (English & Maths)

NVQ Level 3 in Customer Service

Tools

Microsoft Office

Excel

Job description

Cengage Group is seeking a Customer Service Representative to support returns processing, order processing and customer enquiries. You will work with the team to deliver prompt, courteous service across various channels, using SAP/ERP knowledge and MS Office applications.

The role emphasizes accuracy, timely responses, and collaboration within the Customer Operations Team to meet service levels and contribute to overall customer satisfaction.